We do understand that hosts & guests can have a change in plans due to unforeseen circumstances. In that case, we want to be fair to all parties involved. There are specific rules for cancellation depending upon the type of booking it is (regular or instant) and the time of cancellation (vs scheduled trip time). Please note that for all cancellations, the processing fees are not refundable.
When hosts rent out their car through Drive lah and have accepted the booking (or have instant booking turned on), it is assumed to be available for the guest. For this system to work, guests need to have confidence that their booking is firm and that they will not be left without transport if the host suddenly change their plans.
If hosts cancel a booking, then:
the guest will be annoyed and unlikely to book your car again
we may charge the host in order to help compensate the guest for the inconvenience and for finding alternative transport (up to $100)
The following fees apply to bookings cancelled by hosts, including where the host fails to make their car or key available for a booking, because he is e.g. unreachable at the time of handover. 80% of this fees is passed on to the guest to make up for the inconvenience.
For instant booking trips, if a booking is received between 10 pm & 9 am, then hosts have up to 9 am to cancel. This also is allowed up to once per month
Full refund will be provided to the guest. Processing fees will also be refunded.
In case of no show by the host, a penalty of $100 will apply. No show is determined if host is not contactable either by the guest or customer service less than 1 hour before trip start time.
80% of the penalty will be given to the guest via credits except if the trip start time is within 24 hours of the booking accepted.
CANCELLATION BY Drive Lah
In some cases, Drive lah may need to cancel a trip after booking to protect our users against fraud or for trust and safety considerations. Drive lah will notify both hosts and guests in the event Drive lah must cancel a trip. Where Drive lah must cancel a trip, guests will receive a full refund and hosts are generally not eligible for earnings.
Please note that for exceptional circumstances, Drive lah reserves the right to allow certain cancellations without any penalty to the guest or host. These circumstances are purely at the discretion of Drive lah and are meant to protect interests of guests & hosts.